T-Mobile Reviews

I thought this was strange since I technically shouldn't be using any data if streaming only but I did it. Since I had an old Apple TV I jockey it up and it worked... Sort of. I specifically isolated the TV from everything else and ran it for a month. I used 154gb of streaming data and used up all 22gb of "other" data in 29 days. I called back and was told that hotspots were not supported for the unlimited streaming plan and I needed to use a phone, a tablet or a laptop for it to work. Now pay attention cause it gets interesting here. PHONES AND TABLETS HAVE SOMETHING IN COMMON: The sim is plugged directly into the device. I am unaware of any laptop that can accept a SIM card. When I pointed this out to tech support they agreed that the unlimited streaming data plan would NOT work in laptops either.

I filed 2 separate complaints with Tech support and opened tickets both times. Both times I was told someone would be contacting me within 3 days but both times I never received a follow up. In March I switched to an Amazon fire stick to see if I could get through the entire month with my so called "unlimited streaming data" plan and got thru March 15th before the 22GB was used up and the service throttled back to 1x. When I tried to cancel the plan, the real fun began. On March 16 after losing service again I called to cancel the plan. I was told it was canceled, I would receive a month of service refunded and because they sold me a hotspot that was incompatible with the plan I could return the hotspot.

On April 5th I got a new bill auto debited to my account. I called and was told that the cancellation was noted but never placed. The customer service representative I spoke with told me that she would take care of everything immediately and proceeded to explain that since the 15 day buyer's remorse had expired I would be billed for the hotspot.

I tried to explain that I was already told I didn't have to pay for it. She said, "You are not paying for it." I said, "I know but when you cancel the service you just said you were going to charge me for it." She said, "That's correct." I said, "But when I cancelled the service the first time I was told I could return it with no charge because they shouldn't have sold it to me in the first place." She said, "That's correct you are not paying for it." I said, "Ok good so cancel the service and send me a shipping label to return the hotspot." She said, "No we will bill you for it after the service is cancelled." I said, "Didn't you just say I don't have to pay for it." She said, "That's correct, you are not paying for it until you cancel the service." I said, "That's what you are doing right now. So if I understand you I don't pay for it at 9 am but at 9:05 once you cancel the service I'll have to pay the full amount?" She said, "That's correct."

At that point I asked her if she could spell doublespeak and requested to speak to a supervisor. The supervisor Brian (who refused to give his last name) was even worse. Doublespeak, vague, obtuse. When I asked to speak to his superior he said that was not possible. Basically, he said I would be billed for the hotspot, for the month I got only 15 days of service and also for the new month because it showed 1gb of usage while it was unplugged, turned off and in the box!

Here is what I came away with: Customer service is hit or miss. In Philippines or US with no reason. Customer service is untrained and unfamiliar with the plans and their parameters. Supervisors are equally untrained but with a small amount of power and a bad attitude. T-Mobile slapped these plans together without the ability to monitor them. They lack the infrastructure to run these plans. To be more specific that cannot tell if the data is streaming data, uploads or browsing. That's why they can only run the unlimited streaming through an end user's device that can tell them what type of data is being used such as a phone. So, if they tell you it will work with a laptop they are wrong. It will be a repeat of my experience.

If you are considering this plan get it in a phone or tablet with a hotspot feature and screen mirror it to your tv. Or watch tv on your phone or tablet only. But my advice is stay away from T-Mobile because they just don't care about their customers. I have been a Sprint multi-plan user for 30 years. When I have a problem they fix it. T-Mobile seems to view themselves as a discount service provider and the corporate culture seems to mirror that mentality. Their cut rate service plans leads to cut rate customer service and a "you ain't paying for my time or my interest in your problems attitude".

In closing, if you are budget conscious a 6GB plan with unlimited streaming is ok on a phone or tablet if you don't expect anything that resembles customer service or tech support. But plans are dropping every day and unlimited plans is making a comeback. I'm not sure why T-Mobile even bothers with the streaming data only feature since streaming is data intensive. If they charged a little more and opened it up to just plain unlimited, the customers would be happier and they wouldn't have the issues they have now.

We left off with that supervisor give me a call today 4-12-17 at 5pm to resolve the issue and complete my request, which was to simply purchase an iPad 32 gig for my wife. This is probably one of the most frustrating experiences I've ever had trying to purchase something. And I have never been lied to and hung up on by the same company in one day. This is why I gave such a low rating. I hope to never go through that again.

Then I called T-Mobile to make sure there would not be any fees collected since I was told that if I ended service before 10 days' grace period I would not be charged. So Customer service assured me over the phone I owed nothing and would not be charged a penny. That was not really the case!!! A $120 was deducted from my account and I had to call T-Mobile again asking why I was being charged, and they told me that it was a mistake and the $120 would be refunded to my account in 48 hrs. It never happened.

So I called again and was told it would take a month because they needed to end the billing cycle which actually no longer existed because I no longer had T-Mobile as my service provider. Then I waited and called again. Then I received a $7 bill!!! And called T-Mobile once again curious why I was being charged. They said sorry and told I would not be charged the $7 and that $120 would soon be refunded to my account. Today I called T-Mobile again to ask why the money never appeared in my account and they told me they will not refund me the money period. I would like to warn everyone to be really careful when you choose your service provider such this company because you also could be stolen just like I was. I will never ever consider T-Mobile as service provider again for as long as I live! They have terrible phone/data coverage and apparently bad faith practice!

At this point I am very unhappy. 5 CSRs. An hour and a half. I ask to speak to a manager. 15 mins. on hold. They say they will have a manager call me back. Which they did. But while explaining my situation, the manager hangs up on me. Worst customer service I have ever experienced. Ever. Their promotions are bogus. You don't get what they say you are getting. And then when you call, you get nothing. Maybe in the end you save a couple dollars. Maybe. I've not yet experienced that. But you also get what you pay for. Do not switch to T-Mobile. Stick with any other carrier, these guys suck. (Sorry for any typos and all grammatical errors - I am a little upset at the moment.)

I had to change my plan several times because it was outrageous what I was paying. I went the minimum and I was out of data etc less than halfway thru the month, it's diabolical! Went down cheaper only to be hit with a $31 fee which they told me was a charge to change my plan. (Really?) They say now that I'm leasing 3 devices & paying installments because I wasn't on a 24 month plan. That is a complete lie. They say it's because I didn't put down a payment. Is that their "no contract" deal because I'd rather have a contract & be paying for the devices than that! I was told last month that in July, 3 months from now my devices would be paid off. I asked her "this year right, not next." "No this year! Yes," she repeated. Now I'm livid. I can't believe anything they tell me. They are boldfaced liars! Disgusted with them!

I have called approximately a dozen times to resolve the case. They promise to "escalate" and fix the problem because it was an error on their end. They promise to "call" back with a resolution to reverse the charges. No one has fixed the problem nor called me back. I gave them a call again and they tell me the same thing again - "we will escalate the case and someone will call me back". They promise to "escalate" the case every time I call. In addition I am being charged "extra talk" fees per minutes when my lines are supposed to be unlimited talk. They still have not resolved this problem. Any help is appreciated. Thank you.

Oh and my phone costs $200, my boyfriend's costs $200 and our plan is $100 a month. In my opinion with that much money being thrown to T-Mobile they should be WAY more helpful but apparently money is no issue for T-Mobile and I am seriously considering switching carriers and taking everyone with me. Their customer service in person and on the phone is awful, no one cares to actually fix your issues. I've never had any issue with Verizon. They did everything they could to help me and always did. I have nothing but horrible experiences with T-Mobile. It's uncalled for and unacceptable.

This not the only time T-Mobile has promised a plan and has not delivered. They claim 4G service in the same areas as Verizon which is also untrue. Majority of the time my phone is on 2G. Due to this grand error I will seek legal representation because all of my conversations were recorded and representatives were notified as such due to inconsistent information provided by multiple representatives and supervisors. STAY AWAY!! You GET what you pay for.

Later, we called T-mobile support to unlock the phone, and were given a different story - we needed to pay off the phone. Not a problem, as I said, we were prepared to buy the phone outright from another vendor; and T-mobile gives you absolutely no discount - you pay full retail price. So, we paid off the phone and were told to wait 24-48 hours for an e-mail with instructions to unlock the phone. After more than 48 hours later, we received a message saying that the phone could not be unlocked. We were lied to twice - in the store, and later by customer service. We wanted to return the phone for a full refund, and were told that we could not get a full refund. Bottom line: Assume everyone at T-mobile is lying. Do not give them your business. All we can do is get whatever refund is available and switch providers.

First, **. How many times did I call to ONLY be notified about this now? They tell me they received my iPhone 6 back in November and I already called three times? Are you kidding? And none of their representatives knew about this and all were clueless. They led me to think that my iPhone 6 was still on its way there and that I would be credited once they received my iPhone. I checked my email and I am very quick with my email and there were no emails sent out on dates they told me emails were sent out. I get monthly email notifications from you guys, but the 2 emails that were suppose to tell me about my cracked iPhone were missing. How ironic. How unfortunate. What a coincidence.

It's frustrating as a loyal customer that I was never notified about this when I called and was told that I needed to wait and get my account adjusted. CLEARLY none of the representatives took their time and researched on the whereabouts of my iPhone. I was told there was a labeling wrong and that's why all the representatives couldn't see the status of my iPhone. And this is the best... there were no email notifications at all, no emails from the dates that T-Mobile said they sent me an email notification. No SMS notification about the crack. Nothing.

How funny is it that I receive emails from T-Mobile all the time, but not on the iPhone trade off? I didn't even receive 1 out of 2. I know myself and I definitely know I check all my emails promptly. I mean, if you guys got a SMS telling you about your iPhone 6 (which you have been waiting to hear back), wouldn't you think you would remember? Wouldn't at least 1 out of the 3 notifications would have gotten to you?

They couldn't even accommodate and give me more credit back. It's an iPhone 6 that you guys took away from your own customers. I wouldn't be as mad if I didn't try to reach out to them. It's already April 2017 and the trade off was back in Oct/Sept 2016. It's ridiculous that it took this long for me to just receive the bad news.

So in ending, T-Mobile is scamming all of us. DO NOT TRADE IN YOUR IPHONE. DO NOT DO IT. They will take your iPhone, lie and said it was already damaged and not return your phone. THEN you will basically lose your iPhone AND have to pay for the full EIP. What a beautiful scam. And when you call and ask for proof, they basically tell you they can't because of "privacy".

It is clearly better to take your business elsewhere. I never write reviews, but I am so shocked because I feel so betrayed by T-Mobile. If you ask anyone, I recommend T-Mobile to all my friends and family members and to have this happen is so disappointing. You guys can google online about how many cases are similar to mine. Don't go to T-Mobile. They are scamming their own customers.

COVERAGE MAP showed should have coverage. Every time I had to call customer service had to talk to 3 different people mail and multiple phone calls. Their switch program sounds good till you have to call on status. After 45 days went back knowledge to Verizon. Now we still have to pay for 2 tablets, 1 smartphone and 2 basic phones. I call them to set up payment arrangements. Thought everything was good then start getting demand letters "pay in full or it goes to collections." Call to make a payment as agreed, discuss and ask about the demand letters. "Oh it will still go to collections even with a payment agreement because we have to secure the account." They are the UN carrier, UN customer service.

I noticed my phone only worked at home or work. It started to be a problem. I went back in the store last week, talked to another gentlemen about the error I was receiving. He informed me that I was never given internet service on my the ZTE. I only was given internet on the new line. I had wifi so that's why it worked at work and at home, but not in my smart car. The gentlemen informed me that he fixed the problem with the internet. He added internet to the ZTE. This happened last Wed. My grandmother died and I went to my family's house and because it was in a remote area I couldn't use my service (internet) so I called the 611 number and spoke to a lady while leaving the grave site. She did some kind of troubleshoot, THAT WAS FRIDAY.

Last night I used my phone for a couple hours put it on charge and went to sleep. I awoke this morning and the ZTE will not even come on period. So I made it to work and call the 611 again and informed the customer service rep that the phone would not power up at all. The customer rep asked a few questions and decided to send me another phone overnight and he said it should arrive at the store by the end of day tomorrow. I am WITHOUT A PHONE UNTIL THEN. TERRIBLE SERVICE I FEEL I HAVE RECEIVED FROM T-MOBILE.

Coming to this T-Mobile One (Taxes Included) Plan - they say that we save money by moving this plan - But that is all TRASH. They cut down all the offers that are already there previously (on T-Mobile One Taxes Excluded) and finally you see that next month's bill - You will faint. So please be aware of this fact, compare your previous 3-4 bills (that were on the previous plan) before moving to T-Mobile One (TI) plan. You yourself will know the difference and pain.

When it comes to the customer service - either on the phone (when you dial 611) or when you visit a store - it's a BIG PAIN. They promise you something and in reality it's totally contrasting. Also when you make any account changes, 1st thing that you are going to lose is the Data on the phone. These guys are so careless to even see that they activate the data plan on your new service that you have opted for. Every time (almost 6-8 times) I have made account changes, I have lost my data while in the middle of the road. Had to call 611 and they simply say "We apologize for the inconvenience" and simply move on... I have to make 6-8 calls (each 30-45 minutes) to explain the changes that had happened.

I went to a T-Mobile store on Feb 11 2017. I have received a Text msg regarding a free Samsung tablet. I spoke to STEPHEN ** (CSR) and he wanted me to move on to T-Mobile One (Taxes Included) Plan. Towards the end of the conversation, he said I would receive the March Bill for $177.78 (which is $2 less than the Feb 2017 bill). In reality when I have seen the March Bill - it came up to $246.74. When I tried to call the store and speak to the store manager, she wants me to come into the store for resolving the issue and cannot do it over the phone.

On Sunday, March 19th 2017 after 14 months of not taking advantage of my JUMP! On Demand feature, I finally decided to upgrade my new phone. I was pretty excited about the LG V20 and was looking forward to getting the phone as soon as possible because of a trip I have planned later this week. I considered venturing into the nearest store but because I'm handicapped and without a vehicle, traveling to a store entails a special bus that has to come taxi me around and the time slots available usually leave me waiting for quite some time.

I called in to the sales department around 6:00 pm pacific time and was able to complete my order for the V20 in about an hour. If you were to pull the call and listen to it, I explicitly asked for overnight shipping multiple times. She said that shipping would cost 24.99, which I agreed with and asked her to proceed. When it got time to pay the charge came to only 6.99, and she told me that overnight shipping must have been free. I pulled up the email to sign the documents and looked through them quickly, where I saw the charge for 6.99 shipping. I glanced around and couldn't find any information on the shipping other than the cost; there were no details about the logistics of the package.

About 20 minutes after the call was over, I called back to make sure that insurance had been added to the phone, and I also wanted to double check that things had been done properly. They hadn't. UPS ground had been chosen for my order on accident so I asked for it to be fixed. They told me it couldn't be fixed and that there was nothing they could do. The only way I'd be able to get a phone sooner than that would be to go into a store, where they would be able to remedy the situation. I spoke with a supervisor who said the same thing, and eventually got frustrated with me, put me on hold, and cold transferred me somewhere else.

The next gentleman was trying to be helpful, but he also said that there was nothing he could do. He did tell me that if I went into the store that they'd be able to fix things. He was nice enough to credit me 10 dollars after spending 2 hours on the phone but that did little to resolve my issue. The next day I called the store near me to see if they had the phone in stock and if they could, in fact, fix my issue. They said that they would be able to fix things so I reluctantly called up the local Tri-Met handicapped bus service and scheduled a pickup. I also had to setup a return trip, the soonest was 1 hours after the drop off.

When I got to the store and started to explain the issue, I was cut off before I could even finish my story. The manager told me that she already knew that there was nothing she could do to get me a phone today. I asked if she'd please try, that they'd told me if I came into a store I'd be able to get my phone today and simply refuse delivery of the one that would show up 7 or 8 days from now. Customer service had told me that if there was an issue, the store would be able to call them and resolve things. She did eventually call care, and they agreed with her in that there was nothing they would be able to do for me.

I decided to call back into care because I know that there are exceptions for everything and that if someone with authority really wanted to, they'd be able to fix this. The first person I spoke with agreed that there should be a way to fix this and to give him just a second to try and figure things out. He then cold transferred me again while I was on hold. The final two people were kind, and both seemed like they genuinely wanted to help. The last woman I spoke with seemed to try and find a resolution, but it seemed like her supervisors weren't really giving her any options.

Later that night while speaking with T-Mobile through their Facebook page, I received a call from their executive response team. The gentleman was kind and helpful, promising to personally have a device sent to me with overnight shipping, and that it would be taken care of early in the morning on March 21st. I was told that because of the special circumstances, I was to be credited 20 dollars and that I would need to grab a UPS label to send back my Note 5. I was to receive an email with the order information and tracking number sometime in the morning. As of 7:15 PM PST I have not received an email. I asked T-Mobile's through Facebook and Twitter if they'd be able to help me out, and there were no orders or notes created regarding the conversation I had with the gentleman on the phone.

With all of the issues going on, I should have written down the extension he was calling from and his name. After our conversation I felt content about the resolution and really believed everything would be resolved. While talking with T-Mobile about the phantom tracking number, I was browsing the website, looking to pick up some Beats and protection for my phone. I noticed that the LG V20 went on sale and was about 300 dollars off. I have obviously not received my phone at this point and wanted to take advantage of the sale.

I found out that I would need to essentially refuse the shipment, wait until it was received back at the warehouse, and then Reorder (if it was still on sale) so that I could be charged the sale amount. This is absolutely ridiculous and I am EXTREMELY frustrated. I know that my account isn't a big name account with a large MRC, but I'm still a customer - one that was an advocate for T-Mobile up until this point. I'm at a loss for what to do now, none of this makes any sense.

I am going to back to Europe in the summer, and was planning to keep T-Mobile through that trip, but it was literally like walking around with an iPhone Touch because of how poor their service was. I decided to switch back to a different carrier exactly 2 months after starting coverage with T-Mobile. They were supposed to be the "uncarrier". No fees for cancellation. I placed my order on 12/9/2016, received my SIM in the mail and activated service on 12/16/16. I canceled the service on 2/8/17 and they sent me a bill for the entire next month, charging me for 3 months of service, when they even discontinued online access to my account immediately at the 2 month mark. They sent me harassing letters where they threatened to contact collections agencies to get the extra month of payment.

I called them and explained that I had only been a customer and utilized services for those 2 months. They said they understood, but that because I hadn't ported my number over on 2/7/17 (1 day earlier), that a new billing cycle had been activated and must be paid for a full month. They charged me $81 for a month, where they didn't even allow me access to services. When I called, they told me that logic and rational meant nothing because their policy is to rip people off whenever possible (my words, their policy). After complaining, they told me that they could meet me halfway. They would offer a credit of $40 off of a bill of $81, that I never received services for.

I tried to explain that halfway, isn't charging for 1 month of service (or half a month of service) when you have access to an account for less than 24 hours in a billing cycle. This is a terrible company. I expressed my dismay at their poor business practices, and that my plan (originally) was to switch back to them in June for 2 months over the summer (while back in Europe). Instead, now I'll just get a European sim card when I arrive and do pay as you go over there instead. Beware of this company. It's horrible.

Several calls with the Number transfer center each one of them tells me they will escalate it and I should have my number back within 4-6 hours. It's been over 8 hours and still don't have it. First rep told me that he's escalating it, but never did apparently. 2nd rep I spoke with at 10pm last night assured me that by 4am the number would be on my wife's device. 6 AM this morning still nothing. Called back and spoke with a rep Luis who said there must have been a technical issue and resubmitted another ticket but promised me my number would be back in 4-6 hours. Definitely not holding my breath on this one as apparently all T-Mobile knows how to do is lie to customers! And make matters worse they didn't even offer me any compensation for their mistake! Shame on them!

Apparently they can't get everything to be paid at once, or accept my signal booster because it needs to be mailed. Pass the shipping bill onto customers?? What, that doesn't make sense. I am so frustrated with T-Mobile, their surprise bills, company protocols that aren't helpful to customers and the poor coverage. At this point I will discourage any of my friends, family or anyone I come across from doing business with these (surprise Germany based company) ever again.

The kiosk men gave me the sim cards necessary to adapt (I own them) my other S5 and tablet. I changed the SIM cards and voila we were in business. NOT SO! After 4-5 trips back to the Kiosk and many phone calls to T-Mobile I am using my Buyers Remorse Clause! First call was to attempt to get the new SIM card phones compliant with TMobiles systems. The technicians asked "whose phones are these"? "Mine." "No who is the provider". "Verizon"... "Oh these phones are not compatible with our system". "What!" I went back the next day to the Kiosk and they assured me that with some minor changes the phone would be a go. Yes it was. No it wasn't. We could not sent texts with pictures or receive texts with photos. The problems continued to mount.

The second call to T-Mobile a Marcia was Very and I mean Very nice welcoming me to T Mobile. She would send me a welcoming text to attach my last bill so they would take care of it! Mentioned that our old phones would get up to $250 credit towards a new phone, on and on... and to go back to the Kiosk and all would be taken care of as well as the bill...

Well on thing led to the next and I was back at the Kiosk with the old (Verizon) phone. The Kiosk finally realized that nothing they did would make the phone compatible. I said "give me another Samsung S7 and we are good to go". The price changed from $15.00 a month for 24 months to $ 24.00 a month, and the most they would give me credit for my "old phone" was $45.00!!!

At this point I was 1 day past the Buyers Remorse period and when I called TMobile they conveniently would not do anything and seemed to not have the notes on my account promising to pay my last Verizon bill. I escalated it until I was blue in the face but to no avail. The best deal would be for them to take care of the first 3 months and I would be responsible for the remaining 21 months.

"Great" I said "you Guys are good you pay the first 3 months at $15.00 and I am responsible for the next 21 months". "Uhh no sir the 21 months will be at 24.00 a month. The initial deal is off the table." So I said "TMobile is not going to honor a new client with the deal that they lured me in with. I think that is called Bait and Switch". "Well sir I am sorry you feel that way". I said "that's not the point. The point is that when I signed up the boys at the Kiosk said my old phone would be compatible but after 4+ trips back and forth to the Kiosk they threw in the towel and I get the short end of the stick". At this point I have been duped by TMobile and am in dispute of the contract. 15 days in and under dispute. Wow another indication of the Corporate mentality that is get the new customer at all costs and then when they are not looking "stick it to them"!

The T-Mobile store I got the phone and plan from told me that I could cancel the lease anytime, no obligation to purchase, and when I went in to talk to a manager about the issue, I was told they don't have managers at the T-Mobile stores. T-Mobile store at 10831 E. Foothill Blvd, Suite 102, Rancho Cucamonga, CA 91730, (909) 948-7162. They disabled my online account, so I can't even send them a 30 day notice of cancellation as they request in the phone contract.

FYI -- There is a class action suit against T-Mobile for the lease fees they still want when you return the phone to either change plans or to cancel phone service with T-Mobile. The T-Mobile Hidden Fees Class Action Lawsuit is Moshe Farhi, et al. vs. T-Mobile USA Inc., Case No. 9:16-cv-80580, in the U.S. District Court for the Southern District of Florida.

Updated on 05/09/2017: Tmobile is a wrong choice when it comes to phone carrier. Have been with Tmobile for almost three years and it's disaster especially the representative. I spoke with two rep. yesterday been 5/8/17 to pay off my phone. I was told I can't pay off. That I should wait another month. I disagree with her. After all the arguments on the phone she later told me my balance was $222.23. I gave her necessary information to process it but unfortunately she didn't do anything. Wasted 30 minutes of my time.

Second, I called again around 2am to ask for my confirmation number, the rep. ask me why do I want to unlock my phone and I was like WTH with the questions. I have the right to use any carrier. He told me to pay again. This time it was $245. I ask what happened. He said tax is $50.00. I said he should tell me what type of tax and he said he can't. That is the system that gave me $50.00 tax. I'm super angry with Tmobile right now. I think Tmobile needs to check reps that work afternoon shift. They are very very poor. I need senior accounting officer from Tmobile to solve the issue I'm having right now. I can't deal with all this unprofessional rep. any longer. I went to store to make another payment but all information given to me were all lies. I need a someone that is competent to attend to me asap.

Original Review: March 7, 2017

When we started looking into these plans T-Mobile would NOT let me keep my phone number which I have had for well over a decade, they would allow me to switch and go to the family plans as long as I would relinquish my number. Now all the carriers are coming out with these family plans for around $30 a month per line for unlimited services and I have been paying well over $100 a month for years.

I went to a competitor and they had no problem with me keeping my phone number. Of course if you have any "equipment contracts" they must be paid off before you port your phone over to another carrier which I promptly did. T-Mobile starting sending me texts about the family plan to my phone after I went into the store and they would NOT allow me to keep my number (I don't think it was coincidence). When I called T-Mobile of course THEN I'm a Platinum customer and they want me to speak AGAIN to an account representative and I politely told them there was no need as I have already done that, and they were unable to provide the customer service I required which was to keep my number. REMEMBER I was NOT under contract.

This morning I called T-Mobile to make sure that all service was cancelled and to make sure that all was paid. Well guess what one day of service is NOT prorated contract or not and they are charging me for a full month service as my phone was ported one day after (or so they said)... "So you're not going to even prorate for 1 day of service to a Platinum customer who you refused to let me keep my number and you had first shot to keep my account and who is currently not under contract"? The answer was "NO we are billing you for another cycle" which cost me well over $100.

I'm disgusted by how T-Mobile will offer NEW clients the "WORLD" but not offer existing clients the same offers they extend to new clients. So I hope this review cost T-Mobile 10 fold of the money of what I feel they stole from me. So let's get to the phones. Samsung Galaxy 4 worked just phone but kept saying error of memory full. Well phone said 92% available. Of course the T-Mobile sales guy said "outdated" "you need a new phone" which I reluctantly did (a flip phone would be fine for me) and was sold a LG4 which took me several days to get operational.

Now a while ago I had an Otter case which I dropped and broke. I went into the T-Mobile store which I got the LG4 from like 8 months prior. Of course the answer was "we don't carry that phone or accessories any more. I suggest you get a new phone as the one you have is outdated"... My response was this is a new phone. Frustrated I stopped at a repair shop in the mall... the fellow behind the counter says "call Otter" which Otter promptly replaced the case at no charge (BTW Kudos to Otter). Do you think my T-Mobile guy would have told me, no he wanted me to buy another phone. I ended my call today with T-Mobile after some 15 minutes with a 4 letter word followed by T-Mobile. No customer service, no wanting to keep existing clients.

They send me a sticker inside the box with address. I wait, no reimbursement. I call like 6 times. One of them told me "we got your phone." Another (supervisor) listen the records of conversations when the deal was made, bottom line no phone, no money, all excuses, not my fault. I move to MetroPCS and the bills still coming (not surprising). Try to cancel account I call, call volume of customers too high. Supposed to receive a call back like before when I was a customer, still waiting. I'm Portuguese, my English it's not the best but always pay my bills on time! Customer service from T-Mobile it's a mess (Droid Turbo 2, 600.00 dollars phone gone)! Don't trust them!

I was recharged for service that had already been paid. I was told the phone I was leasing had been paid off and that the phone would be unlocked by T-Mobile for use with any other company that sold service with the same smartphone. It wasn't until I threatened to contact my attorney that they finally validated the resolution by email to resolve the issue and it still hasn't been resolved. I will never use T-Mobile again and I have been with them for many years. They are very undependable and misleading. I would never recommend using T-Mobile unless you get every single communication from them in writing.

Now T-Mobile is sending a letter that claims to be a collection agency with the promise at the end of the letter to turn our service back on if we just pay it. This is even more shady than I expected. I'll take the ding to my credit and will more than happy tell the collection agency I won't pay a bill that was fabricated after I switched. I paid for all the services and paid full price for a phone that they had promised would be $200 less when we started with them. Any potential customers be forewarned. What my carrier prior to T-Mobile said was true. We didn't stay with T-Mobile and it was after prolonged horrible service!

Updated on 05/05/2017: This is the third or fourth complaint I have submitted for T-Mobile. After being lied to about the cost of their phones and being charged $200 extra for the only phone we bought from them and unreliable service for nearly a year in the middle of the third largest city in the US. I called to cancel my service, at which time as asked for the entire balance and paid it. We informed them that we were not going to have anything to do with them after that day and was assured we had paid everything in full. We started services with a new carrier that very same day. Upon doing that we weren't allowed to access their website for our account info.

Two months later they sent us a bill for more than we had ever had and I told them I would not pay it. They sent it to collections and I told them I would not pay it. Today I had 'Mr **' from the mumbled law offices who asked me how I was going to pay. When I told him I wouldn't he threatened to 'take action'. Last I checked, it is against the law for you to threaten someone with what I can only imagine might be bodily harm, what else do thugs do? When I called back the law office for nearly an hour it gave me the recording that the next available agent would be with me shortly. This is extortion and T Mobile is actively extorting people. The number who called is (832) 460-7355. Beware, they will do whatever they can to get as much money from you despite having substandard services and dishonest employees (which leads me to believe it is precisely how they have it designed). All other cellular services benefit from this...

I was told if I purchase just the sd cards for the 6 lines I want to bring over, I can do one at a time no problem whenever I wanted to switch over. No timeline. I got a 200.00 bill before the first month was up I had not even activated one line yet. This was "credited off" but a month later is still showed I owe in a fraudulent state. I was told by numerous different representatives that I would get 120.00 back to my acct for the sd cards since it was not my fault... Today, the 7th rep, 2nd manager I talked to was rude and also informed me there were no notes stating I was promised a refund and that I was not going to get one. I have requested someone higher up call me back which they stated would be 72 hours. I am not hopeful this will be taken care of and would never recommend this company to anyone.

The experience at the Natomas store was completely the opposite. We were greeted and my name was taking in order to serve customers in the order that they arrived. Jason ended up helping us with all of our needs and he was friendly, informative and very accommodating. Whenever I need to go into a T-Mobile store, I normally go into the Natomas store since we live nearby, but because I was out and wanted to go to the super Walmart and T-Mobile I went to West Sacramento ince they are both in the same shopping center. I will never patronize the West Sacramento store again and I strongly suggest no one else does either.

At the check out counter I paid $175 cash and $245 by debit card. They took the cash jammed it into the drawer and then crashed the computer. So the manager said move to this other register. Again tried to ring up the sale. After about 90 minutes I finally get the debit screen to enter my card information, all that was shown to me there was two more additional charges of $20 each "for set up" and the $245 being charged to my card.

Then he and the manager said we can't print out any details of the sale, "computer problems", I pressed the issue and finally saw some paperwork which showed the price of the Galaxy S7 I was charged was $576 instead of the advertised $360. I also noted that the down payment I made of $420 ($175 cash and $245 debit) showed up as ONLY $320. I checked my bank statement online and confirmed the $245 withdrawn so that means that somehow the salesperson pocketed about $100 from the cash.

I asked for an itemized receipt of the charges, they said "Can't print that, computer problems." I said I wasn't paying that much for a phone and told them to cancel the whole sale. The salesperson said "I'll have to charge you a restocking fee of $50 per phone." I said "I haven't even left the register, I'm not paying that either." Knowing there were problems the manager left the store prior to the sale being rung up. I asked them "call the manager." He said "No, can't do that. You'll have to come back Wednesday as she is off tomorrow". Then he said "call the customer service number".

Chapter two of a series of unfortunate events: I called the T-Mobile customer service number, the recording stated "hold time between 33 - 57 minutes press 1 and we'll call you back". Again, silly me still believing did that. I got a callback, voice automated saying "If you are ___ ____ press 1" so I did, then it said again "I __ __ is on the phone press 2" so I did, then the voice automated machine said it again, then said "You have exceeded the number of tries allowed "GOODBYE." I called customer service back again, wait time now 1 hour 12 minutes, didn't fall for the call back trick this time and waited on the phone. Finally got someone, I explained all the problems, she said the phone went up in price, I told her "you have to sell the phone at the advertised price" and that I even took a picture of the price by the phone in the store. Eventually she said I'll send you to customer loyalty to see what they can do.

Chapter Three: I get customer loyalty person on the phone explained everything all over again and when I was done, she disconnected me. Mind you I was a complete gentleman and polite the whole time. So I called customer service back again, this time waiting 1 hour 40 minutes. I think their computer finds your number when you call back and progressively adds wait time to your call to wear you down and discourage you from continuing, but since I'm a Former Marine, that didn't work. So I waited. Meanwhile I thought, thinking positively that all would turn out well, I should charge the new phones. The S7 started charging, the Galaxy J7 would not charge, as if I hadn't had a bad enough experience yet, this was added to the long list of PROBLEMS with T-MOBILE.

I finally got someone, went through all the stuff again with them. I should have recorded my long list of problems and just played it back to them like their automated machines did to me. I don't even remember the number of times I had to start over and repeat the whole long list of issues. Anyway, this lady said she was going to escalate it to higher management and she would call me back the next day. Since I didn't get off the phone with her until about 1:45 am if she meant later that same day or the next day. Either way I am worried now that the tactics being employed are just being used to expire my three day right of return and then end up with getting stuck with $100 cash stolen, about $200 overcharge and a dead phone that won't charge. If they get away with it they will have ripped me off for $539.

I'm still fighting them. It's pretty bad that a company thinks it has to behave this way to make a profit and stay in business. I can only recommend 1) Never pay cash for anything - use debit or credit card, 2) Get everything in writing prior to letting anything get rung up and 3) STAY as far away from T-Mobile as you can especially Store # 1672 in Greensboro, NC.

More recently, I discovered more incorrect information I was given when I signed up. At the time, I had asked the employee what the repercussions were to stopping my agreement, and he said "nothing-- just give the phones back and you're done." When I recently asked a customer service agent, however, if I could stop my plan, she said that I would have to pay off the phones (not just give them back for not completing payment on them) and that in addition to paying off the "lease" I would need to pay an addition $200 or so per phone--so over $800.00.

So now I find out I'm leasing, not buying the phone, and there's no way I can afford to get out of the plan. Forget that the service doesn't work half the time, that two of the phones are duds with constant problems (and we handed in phones we loved), and the constant billing problems. This idea they sell that you're not tied in to a plan is a lie. Of course, I should have stopped to read the whole several page contract first, but you try doing that in a store with two tired kids shortly after a divorce. I just needed to know that I could in touch with my kids who were going to have to be alone a lot-- but the payments are killing me, and there's no way out. In many ways, T-Mobile is worse than the other big companies, because they advertise how much better they are in terms of not roping you in or slapping you with fees, and it just isn't true.

So, instead of taking that money and making the towers better. They sunk that money into other useless things like advertising like crazy and store fronts and other dumb crap. You would think that they would put that towards better technology to keep customers happy. But T-mobile has gotten too big to give a crap about customers now. I truly hated having to go to Verizon because I was scared to lose the totally unlimited from t-mobile. But I could take the dropped calls any longer. So my bill only went up $40 more dollars at Verizon. Of course my data was limited but I managed. I'm now glad I got away from T-mobile, I haven't had one dropped call and I get signal in places I never did. And now, Verizon is unlimited as well. And I thought, OH CRAP!! It's going to be like T-mobile now with too many people. But it's not (so far). My data is even faster.

I was a diehard T-mobile since the day they opened. NO JOKE!! And I'm telling you, they will never change. They use to kiss the customer’s behinds on the phone, but now, they have foreign call centers that don't care and sometimes hangs up on you. The service from them has gone in the toilet. They are just advertising more and more, but doing nothing to better the quality of service. Trust me when I say this, JUMP OFF THE T-MOBILE BAND WAGON. Go to Verizon. BTW, T-mobile will go out of their way to make sure there is some kind of charge once you leave them. I had a mysterious charge that they sent right to collections without even contacting me. This is the scandalous crap they are doing now.

We were quite impressed so we decided to switch over to the unlimited talk, text and data plan. Everything was working fine with the plan until our credit card was charged $329.29 on 23rd October, 2016. We were kind of surprised with the amount because we were clearly told that the monthly bill should be $180 ($20 dollars discounted from $200) including taxes. We called T-Mobile customer service right away; we talked with the representative and explained what happened with the monthly bill. She, the representative could not figure out the actual query in the bill. Therefore, she transferred our call to the loyalty department.

We explained an entire issue from A-Z over again to Miss **, a representative at loyalty department. She looked into the bill and explained that we were charged $50 just for switching to the other plan and rest of the charges were based on our new plan (the monthly bill we expected was around $180). The discount was not being applied as well because it has not been a month since we signed up for an easy pay. We signed up for an easy pay on 4th September, 2016 and the bill cycle ends on 5th of each month. Technically it was a month from 5th September 5th – October. We felt that she was not ready to listen to what we were saying from our side.

After a few minutes of arguments from both the sides, she decided to give us credit back of $90 (total taxes) + $25 so total of $115 (apparently the discount for signing up an easy pay was $25). We were told that she made these changes on the account and total of $115 would be deducted from the next bill cycle. She stated that she documented everything on file for the record. We were still in state of confusion with the reasons she gave us so we decided to stop by to the T-Mobile store where we had been to.

The representative at the store clarified that there should be absolutely no charges for switching the plan. Though he could not answer the rest of the questions on why the bill was $329.29, where it would have been $180. We decided not to dig into it so much and wait for the next bill to come. The next bill of October was delivered and it was $200. We were expecting our bill to be very less because we were supposed to be credited for $115.

We called customer service again, after waiting about 30 minutes in the queue we finally got to speak to a representative. We again repeated an entire issue from the previous month just so that we can link both the bills. As usual our call was transferred to the loyalty department before even trying to figure out what the problem was. We actually do not remember who we talked to at loyalty department.

Yet again, we explained an entire story from A-Z because they do not find it important to document an issue related to an account (maybe). We talked to her about the bill of $329.29 and also the credit of $115 on our next bill. She stated that we were delivered the bill of two months which includes the usage of the previous plan and the current plan. It did not sound right to us because we were told something different each time by each representative on why the bill was high. We were also told that Ms. ** did not document anything about the credit on account so she was not able to take our words in consideration. We were so unhappy with the customer service they provided each time.

Some key points: Not sticking to their words. Lack of listening skills and rudeness. Not believing what customer says. Lack of courtesy. Lack of documentation skills. Repetition of what happened each time. Not at all satisfactory explanation. Things dont make sense to a customer. Long waiting time. They did not call back if the call got disconnected.

Incident 2: because of the previous experience one of my line left t-mobile and during that incident T-mobile promised to charge only for 2 days because of that numbers exit. Rather charging for 2 days from that billing cycle they charged for 30 days, means full billing cycle. It means technically you are paying for the service or number which is not even under t-mobile for that month. And if you want to know the reason you will always get different reason from different customer care person. Never, ever go with t-mobile to save couple of upfront charge to pay more at the end of the billing. At least other service charge what they promise not like T-mobile. One of the rude executive: arthur **.

I called and got another rep (whose English was not any better than the first) and he started processing the order. He said I had the phone at $15/mo for 24 months plus a $49.99 down payment. The promo ad stated zero advance payment. When I questioned him he said T-Mobile requires a down payment on all phones. I advised him he was flat wrong and suggested he look at their online offerings. He said he could do nothing but he would transfer me to their Sales office. He transferred me to Sales where I listened to 10 minutes of T-Mobile adverts before it disconnected me.

So here I sit. Did they supersede my signed sales agreement with their new price? Did they add the new line? I see online they did add autopay - that now scares me and I will be sure to get that cancelled. Buying a phone should not be this unpleasant. It appears T-Mobile specials are come-ons and they have no intention of honoring them. Been a T-Mobile user and advocate for many years but they are not the same. I dread calling and going through this again. I would just like to cancel the whole works.

I asked why I would pay $30.00 additional each month for the same service. The answer, "Because this phone is $360.00 for a post pay service of $70.00/mo." I questioned why I would be charged an additional $30.00/mo for the same service. The response? "For $360.00, you would need the post-pay plan." Um, okay, tell me WHY you want to charge me an additional $30.00 per month for the same service? Still no reasonable answer. I'll be changing carriers for my existing phone and buying an additional phone and service from them.

T-Mobile then began to bill me for all four lines. When I contacted them they said that this was due to the lines not being activated within a certain time frame but this is false. T-Mobile expressly indicated there would be no problem. So there was an offer, acceptance and consideration in that I paid for the two phones. I then had to contact T-Mobile numerous times, wait for calls back which I did not get and I dealt with an extremely rude rep. Each time I have spoken with them, it is as if they have no knowledge of any prior conversations.

Most recently, I have continued to pay my monthly bill, but I am not even clear what they are charging me or why. I spoke to T-Mobile again and the rep said just to continue to pay a certain amount and that the account would have to be escalated before anything could be done. I was also informed the account would be credited. Today I received a robocall from T-Mobile asking for additional payment to avoid suspension of my account. T-Mobile is not being honorable or fair.

No one in T-Mobile can get a hold of this department and they all promise to get a hold of them then call you back. Everyone at T-mobile from customer service to retention has given up after promising to help and gone ghost. The last communication I got was that I needed to wait 8 weeks for them to process the refund, yet when I log in it says the bill was no eligible for payment! Why would I wait 8 weeks to start to investigate something that is clearly not going to get paid? I have read other people on facebook saying they are going on 5 months waiting for repayment. It's clear T-Mobile is either not paying these early termination fees as promised or trying to get 9 out of 10 people to give up and realize they are stuck with a 2-year payment plan with a carrier that just ripped them off. To add insult to injury the service is terrible! I got way better call quality and coverage with sprint!

The next day I went to the store. They said price now is $460 not $360. I went home and call Customer Service up and explain what happen. Hope they can honor back the $360 price. Two customer service told me there is no such price. They can check the entire year if there were such a promo but don't exist. Then I told them, "I have a screenshot of your promo," and instantly they change their words and say, "Oh yes. It was only for yesterday. Sorry we can't do nothing for you." I can't believe they can directly to you.

Recently (after 5 more months with the upgrade) I received a email from T-mobile saying “They have 'found an issue with your device, and the quote has been adjusted because of WRONG_MODEL,RECEIVED_LATE. The adjustment is from previous $265 to $190.” T-mobile asks me to contact them before 3/4/2017 or accepting the adjustment. I called T-mobile customer service. They don't have any answer for that. They are saying they are telephone customer representatives and know nothing about what is going on. When I asked them what happened to my bill, which kept charging me the extra dollars they say "You got new phones that's why you should be charged." I told them that is a free iphone 7 upgrade program that I enrolled. They said "No, I have never heard of such things happening." and asked me to show the evidence.

Upon arguing with her, she said she will check with a senior representative. The later verified my account and said, "According to our promotion, your account is a family account that does not qualify this promotion. You should upgrade your account to T-mobile One in order to receive this promotion within 14 days and now it's been 5 months therefore we cannot do anything about it." I explained the history of the upgrade and how the local store did to upgrade my phones, and they say "You can check with the local store rep and we can't do anything to help you."

I am totally pissed off with their service, to say the least. If the local store people made a mistake, how come the company didn't even mention there is a 14 day grace period for me to upgrade my account? If no such promotion in the first place, how the local store people could do that with such confidence? My old device are only 6 months old. Now I have to pay extra $1400+ to change them. This is absolutely fleecing of the loyal customers.

I called in to T-Mobile several times and talked with IT, they created tickets to investigate and never got back to me with any positive resolution, only that I HAD used the data even when I was on vacation, at that time they create a 3rd ticket of investigation and I told them to cancel my account effective on 2/6/2017 if they couldn't resolve the problems, I heard nothing from them except another bill for the next month of service. At this time I had not used the device since 1/14/2017.

They didn't canceled my account until today when I called in but would not make effective date 2/6/2017 as requested but instead canceled as of today! I HATE this company, their IT Department sucks, their Customer Service Department sucks! DON'T get involved with them. They will strip you off in one way or another. In my case it was in GBs and a full month of service. What choice do I have but pay them or risk my credit being screwed up on top of everything else?

When the representative refused to, I wrote T-Mobile. Of note is that my bill cycle began on the 2nd of the month, the same day I installed the other carrier's SIM card. Approx. two weeks later T-Mobile mailed a statement for the period January 2 through January 10, having clearly ignored my letter. As of February 2017 T-Mobile continues to send me written demands for payment and call and text me during business hours and on a near daily basis. This harassment is clearly in retaliation for my having switched mobile providers. It is also adding to my out of pocket expenses for postage, text and voicemail they send during business hours.

Finally a corporate manager calls me back, cancels the fees and then connects me with a regular sales rep to finish my cancellation. After all was said and done I asked for the return address for the signal booster and they hung up on me. I called back tons and tons of times to ask and every single time I was hung up on. I went into a store and spoke to a sales rep in person and he called customer service and they told him it's too bad and I can't return it that I have to pay for it. They want $500 bucks for it!!! I refused to pay it.

I am going on 6 and a half years of a runaround trying to get this removed and now they added fees. They think they are going to charge me $911.79. Where do they even come up with that number. They are destroying my credit. When I call them they tell me to call the collections agency they turned it over to and won't speak to me. I dispute it on my credit report and T-Mobile disputes it back saying I owe it!!! I still have the booster in Perfect condition at this very moment and they still won't take it back. They said now it's outdated and I have to pay for it. What a crock of crap!!!

Then we decided to pay off the phone (the money that we owe to own that phone). We did; four month later the bill still too high, I called their rude and nasty customer service who yelled at me and hang up the phone while I am talking and I was told that the phone was leased and I still owe 300$ for the phone. I'll pay that money since the account is set on autopay and they have my ss#. My advice to everyone stay away from T-Mobile and their poor service and nastiest management.

They sent me a return label and instructed me to remove the card and battery. I wasn’t about to do that myself and took the phone and label to T-Mobile store number 8058 in Houston. When I got there a young woman, I believe her name is Nohemy, removed the card and battery, gave them to me, and packaged the phone. When I asked her to give it to UPS, she refused saying they only pick up every other day. Fast forward to February 15th. I received the phone and next day, today, the 16th, I took it back to the store. The young woman who helped me was not there. Jiver approached me and was very rude immediately asking in a prosecution tone, where was the back of the phone? I was taken aback by his manner and frankly was afraid of him. I told him I did not like his attitude as I felt like he was attacking me from the start.

He stated, “I didn’t say…” I interrupted him saying, “It’s your angry posture, your attitude.” I was being chastised by a strangely antagonistic man who insisted the woman who packaged the phone would not have sent the back of the phone part to the factory. I just insisted she did not give it to me. I became very frustrated with him right away. Next, asked for the manager. When I was directed to Rick I was shocked. I had noticed him and saw he was singing to the music over the speaker in the store and his entire body was in a jittery state. His legs were moving constantly in jerks and I realized he was hopped up on drugs. I asked, "Are you the manager?” I was shocked. He also went into a spiel of shaming me and chastising me about not keeping the back of the phone. He told me the phone was not made by the company anymore and there’s nothing he could do.

This is when I went ballistic and insisted he take care of it. He then said he was going in the back room to “look for it.” During the time he was in the room, probably 15-20 minutes, Jiver kept glancing at me while going in there and staying. He did this twice. He was gone for some time when I knocked on the door. Another man came and I said, something “I am just getting started with you here. Don’t play games with me.“ I did not believe for one minute Rick was doing anything in that room to help me. Second time I knocked on the door Rick appeared and another person introduced himself saying he too, was the manager. This man was called Atif. I again, explained the situation to him and he too, downgraded the phone I had purchased from T-Mobile and proceeded to order the part online for me Saying he would credit my account.

I was, by this time, quite furious with the base level attitudes of these men I had to insist help me. I then caught the other “manager”, Atif, looking over at Jiver and laughing literally behind my back. I told him I was going to report this and that I know about the drugs. He seemed to hold his breath and go straightfaced for the rest of the transaction. As for me, I was LIVID. He told me I can return to the store when I get this part. I told him wild horses could not put me back there. To be aligned with a company that takes drug addicts and immature angry and irresponsible kids and puts them in charge is the absolutely pits. I will be telling everyone in my path for the rest of my time what a loser company this it.

I was treated deplorably from the get go. As if I had done something very wrong by just purchasing this particular model phone. And challenged by all 3 men who insisted my story about the part was not possibly true. It was disgraceful and when I left, I felt like I had been through a WAR. The level of disrespect, incompetence and rudeness combined with venom from the start with Jiver was impossible to convey in a letter. When I got home I checked the messages remotely on my line that again, wasn’t yet useable. It was a message from T-Mobile saying this was my last chance; that the warranty was up on my phone. The phone I had for 2 months and cannot yet use. I then had to spend an hour, yes, an hour, on the phone with T-Mobile explaining and re-explaining the situation to him! UN-BE-LIEVE-ABLE. My personal belief is that these men are running drugs in and out of that store. Nothing will change my mind about that.

I spent the next 2 HOURS getting bounced from one TM rep to another. TransUnion requires a letter of deletion from TMobile to have it removed from my credit. One rep said that was ABSOLUTELY possible and gave me a number to call. Bounced around for another 30 minutes. I call the knowledgeable rep back but was unable to talk to him. He was there, mind you, but he was at the end of his shift and couldn't take my call. I would have to wait 48 HOURS to be able to speak with him again. When I finally lost my temper, I was given a PO Box in Albuquerque, NM to mail a request to. Are you kidding?!! First, I've been on the phone for 2.5 HOURS to get this resolved. Second, the main offices are in Bellevue, Washington.

I also emailed the privacy department for T-Mobile with zero response. Since there doesn't seem to be a single person at T-Mobile that can address this issue, I have filed a complaint with the Better Business Bureau and, now, Consumer Affairs. If I had simply misunderstood what the sales rep had told me, that would be on me. However, the rep lied to my face twice.

Their phones are second rate and you pay sooo much for a device that starts giving you problems as soon as the warranty goes out. I recommend anyone who is even considering on going with T-Mobile to rethink that choice. God forbid if you need to call 911 and your service is with T-Mobile. They are not the same as they use to be when I first started and frankly will get worse as they have proven to me. 7 years down the drain and I've called them more than my own mother. Ridiculous!

Fast track to the beginning of January. I asked my wife if "We received our rebate cards from T-Mobile yet?" She indicated, "No. But let's give it another week because of Christmas and New Year's." Valid point. Not a bad idea. End of January still nothing. My wife sends our sales person a text to see what the status is of the card(s). He proceeds to inform her that he never received the final bill from us when back in December he confirmed this. We have all of the text messages to prove all of this. Fine. No problem accidents happen. She then texts him last week to find out the status of the rebate. We were then informed he completely forgot about this!! How do you forget about a customer after all of this communication with them?!?

We then inform him that he has until the close of business on Friday, February 17, 2017 to have these cards in our hands or we will be going to another provider. Claims his assistant manager at the store will be in contact with me on Monday (today) in regards to the matter. No call!! Great customer service, right??

I spent all morning on the phone with customer service (which I should not have had to do) trying to resolve this issue. While they were helpful in helping to resolve this, the problem remains that what they indicated in the store and what the value of the cards are worth does not even come close to the amount due to AT&T. I should not have to put out any additional monies for this issue with all of the inconveniences that have been caused from this matter. I cannot believe an additional $500.00 to compensate a (new) customer for being misled at the store is an unreasonable request.

I personally, wouldn't allow this to happen in my store because of an employee's negligence. Maybe this individual is just there because to him it is just a J-O-B. He did text me today indicating that he would be emailing me about all the information he found today. I don't need an email indicating the work I did for him. If you are considering taken advantage of this "great" promotion, better think twice before jumping. The grass is not as green as they portrayed it to be.

The upgrade on our contract was like $25-$50 for a new phone that was better than your current... because they were all crap. Then the contract renews because T-Mobile frequently makes changes to your account and plan features without your consent or knowledge. That's right. They FREQUENTLY make changes to our plans and accounts without our consent or knowledge. When we would get our bill and notice the change, we would call and ask and they would literally admit that THEY THOUGHT it would be a better plan for us because it saved us money or had more benefits somehow. We would also have auto pay so sometimes a few months goes by before we notice and we point out how horribly illegal this is and they refund and change it back.

This happens over and over and over... and to top it off, every single time these crappy phones give out and I need to replace it, they tell me I need to either buy a new phone on their payment plan or get a refurbished phone (for the one I paid hundred and hundreds for and they give me a stupid refurbished phone in return and don't consider that theft. They steal half the value of the phone every time. They do that when they break down within the first year, WHICH IS ALWAYS).

Why are they telling me this every time? Because they don't offer contracts anymore. I don't care if you offer them or not. I had one when you did and IT NEVER EXPIRED because your phones suck and your operation are borderline federal offenses. Especially when you tell your consumers, while they’re recording you, that they delete all of their consumers previous contracts and that they have no supervisor or boss or just refuse to escalate until your start screaming like a psycho at them.

Then they magically find your previous contract or that boss they never had... still they insists that it HAD to have expired because it shows it expired. What date did it expire? They don't know so it must have been two years after you signed it... are you serious? We've been with you 13 years and you didn't cut your contracts until like five years ago. So what happened with the seven or eight years in between? They promise to look but tell you all they're going to find is that my contract expired exactly two years after we signed it... 11 years ago? Nine years before you cut out contracts? No... I tell them to look for ANYTHING that would prevent the ORIGINAL T-Mobile contract from expiring for the entire duration of our 13 years of service. They say 24-48 hours and now it's Sunday... no one called.

This all started when they bullied me into paying $700 for an iPhone after I got fed up going through 12 Samsung in a two year span that kept shutting off or losing sound all together... their phones are awful and they are stealing from all their current no contract users even more than the one who are grandfather clauses in with the original contract because of it. They can't keep getting away with lying about escalation, file keeping practices and also telling us we aren't allowed to record them. You record me. I automatically have the same right and you don't get to try and impose a company policy over federal laws. PERIOD.

Mine went tits up about two months ago and they tried the same dodge with me. I said 'no' and got a better phone at Target for $55. Thoroughly disgusted with T-Mobile. They try to rip you off any way they can. And BTW, covers were only $10 at Target. And both times they kept her 'broken' phones which I am sure they recycle for $$$$.

T-Mobile customer service was my first call but seemed unable/unwilling to do anything. I spent the next two weeks trying to find the "lost data" problem by making repeated trips to outlets of T-Mobile's Canadian partners and private cellphone experts enlisting their help in trying to find the T-Mobile problem (all pointed back to a failure T-Mobile's failure to set up protocols with its partners).

After two weeks of running around (several 20-mile trips and hours and hours of my time), I became increasingly irritated with T-Mobile's "we don't really care about our customers' problems" attitude, I asked to speak to someone who might care. Transferred through a number of "levels of indifference" until finally someone actually said: "We don't guarantee that you'll actually get data service when you're out of the country". That was it! T-Mobile Customer Service people don't even read their own BS ads!

Still in my first month of $40/service, I ask for some compensation. They generously offer $5. Unacceptable! I get shoved "upstairs" - "that's all we're authorized to offer" was their reply. I said: "If you are either unwilling or unable to deliver the service you promise, I might as well discontinue service." Their response was to say "fine", hang up and cut off my service within seconds. If that wasn't insulting enough, they then bill me $56 for their $40 plan.

I've got to say that, from time to time, I've been on both ends of customer service - as a business person dealing with issues my customers had with my products and as a consumer looking for help solving my own technical problems with other people's products. But this was the one and only instance where I felt "customer service" treated the customer as the "problem" to be solved and solved the problem by getting rid of the customer.

My bf and I spent 2 half hrs at the T-Mobile store trying to resolve the issue. When he did that and another a**hat told us we can't until we pay the entire balance of $206 and we were like flipping piss off and told them that they had sent us letter stating that the old bill will be broken down in 9 installments which was. It too bad to add that on our regular bill.

Then they hung up on my bf in the store, finally the sales person called them back and explained what he had heard them saying and told us what we had to do in order to get upgraded phones. So that point where my bf finally flipped out and told them he want all his money back since they refused to allow us to upgrade our phones. We got our money back and other part won't be returned back on my card in about 2 to 3 business days. My bf told them "If it's not back on my gf's card and we will be seeking lawyer" for false advertising that they have said to us and we have all the paper and evidence of what they said to us. They didn't tell us that we can't upgrade until the old balance is paid off. My bf told them if that is the case then why did you allowed us to upgrade our services to T-Mobile One for $160 a month unlimited everything as we have 5 lines with them.

This does not make any sense for them to allow us to upgrade the services, but not the phones. As the new bill came out it's $200 a month so we split 5 ways as other family is on our plan which made it cheaper for them to pay their part of the bill. Now we not happy with T-Mobile as we said we will pay them off and close the account. We will go with another carrier that is affordable and reasonable without any hassles. I can see why T-Mobile losing lot of loyal customers.

After about a month, I received another bill showing I owed $1100. The bill never showed why I owed that much, and even when I talked to them, they could never fully explain the charges. Just said because I broke my contract. (On one phone - $175 fee.) Now after a few years T-Mobile has gone insane and is reporting I owe them $1775!! They've gone mad! I recommend to NEVER go with T-MOBILE EVER!! Unless you want ridiculous charges for bad phone and customer service.

Well I decided at that point to jump back over the fence to Verizon. Should never left. T-Mobile was offering it appeared to be a good deal. Well Verizon had a sweet deal also to switch back. Got cell coverage. No dropped calls like T-Mobile. In my opinion talk to Verizon if you're considering leaving. They will work with you. I know some have the T-Mobile service and you may like it but it did not work good for me, in my opinion I would not recommend them. Oh I forgot. Half the time I could not send text or pictures. The service was not good. Also I returned the defective phone. They were going to charge me 50 dollars restocking fee for defective device, the saying is if it's too good to be true it is. THANKS VERIZON FOR THE GOOD SERVICE AND WELCOMING ME BACK.

Well now it's January 27 and I receive another past due bill for $64. I immediately contact customer service. Transferred through about 4 different representatives to basically be told that when they closed my account that the next billing cycle was open and that I had to pay the bill and late charges. They would not admit that their representative gave me bad information on the account balance and the fact that there was no credit to the account. I asked if they could waive the late fee for January since I was told that my account was paid. The representative said they could not do that. I asked how I could have verified the account balance and they said I could go to the store and check it there.

Basically I feel the rep lied to me about the closing balance so they could stick me with a couple months late fee's. Since I terminated service they're unwilling to attempt to do anything and say if unpaid it goes to collections and on my credit history. I paid the amount and asked rep how I know that my account is truly paid in full and I was told "Because I told you it is". Truly comforting since that what they told me two months ago and now I'm shelling out $64 to keep them off my credit report. Beware if they tell you account is paid and verify account is paid in Full.

I have been lied to multiple times in stores and on the phone about bill questions and bill projections for new plans. Don't trust them when they tell you all about a great plan that will give you adjustments or credits each month and if you do, be ready to have it be incorrect all the time and have to call T-Mobile every month when your bill comes out. The customer service reps try to argue with you about your plan with "alternative facts" (just to poke fun at the controversy going on in the media right now). T-Mobile leaves much left to be desired on the customer service front and have recently said that they are working with their business tech or some team on the "known problems" that I've been facing with my bills. Hard to believe anything will change.

Corporate is lazy and does nothing. All the reps can do for you when they can't solve your problems are escalate the situations to their higher ups who still don't do crap. T-Mobile gets me the best deal for exactly what my family needs but the headache really isn't worth it. Will be looking out for a cell provider that can meet my needs but until then, T-Mobile it will be. So much more to say but just no more energy to continue. Hope that this gives you the slightest idea about them. T-Mobile has worn me out and given me grey hairs.

Now after three months of waiting for credits for return of 5s and towards bill, they are not finding any return of phone and telling us that in order to receive the $30 credit we have to switch our plan that will cost us more than we pay now and cost includes the credit. So bottom line is that the increase cost of plan will pay them back the "credit" that they say I should be receiving. This company is a joke and people lie all the time in order to get your business. And I've been with T-Mobile for 15 yrs, shame on me!

I was convinced to open 2 free lines during a Black Friday promotion. Also running at the same time was a free tablet promotion - open new lines and receive free tablets. My bill was not expected to go up at all - my normal amount was $170. I was skeptical. I asked tons of questions, I asked what the catch was. "Absolutely no catch!" I was assured, given personal phone numbers, and tons of documentation. 3 months later, my bill has been constantly $70 more than it is supposed to be. I paid for SIM cards and NO tablets ever came. The "corrections" they offer me actually cost me money!! This sounds an awful lot like the illegal activity Wells Fargo was engaged in. Open as many lines as possible by lying and through the cost of the consumer, illegally. Take notes, T-Mobile, I WILL NOT GO QUIETLY.

Prior to that I was lied to by 2 different people and when speaking to the manager, she wasn't very appreciative of her customer at all. Yes, I asked for a credit for the inconvenience because I had to call 3 TIMES for the same error to be corrected. The only thing that they could mention was that they fixed what was incorrect, well that's what I was told the first two times. So a week later, yes my phone bill is late, but how can you trust them? I go to make a call to retrieve information for payment and my lines are turned off. Okay, cool.

I asked for a representative and of course they want your money so they weren't helpful. Since they waived a fee in 2016, they cannot do it for me today. Do I believe them? NO! Well if I can remember correctly, this was done towards the beginning of 2016, but that doesn't matter. They are more worried about their money than their customers. They would rather lose a customer than to assist them with removing an $80.00 charge of restoring fees. At this point, I am annoyed and getting ready to cancel as I mentioned on the phone; I also asked what it requires, I was told and the rep threw out there the balance of my phones, like that was to scare me away from canceling.

I know that I am a customer service supervisor and I could do better than this manager did this morning. I am going to continue to write bad reviews like I continued to get the 2 calls per day like anyone harassing someone would do. Do not sign up with T-Mobile because this is not the first time that I have had troubles with T-Mobile. They like to give you the runaround and their service is terrible. It's sad that Straight Talk is better than T-Mobile. T-Mobile puts more money into their phones than they do their cell towers. If I don't receive a call after this review then it will show that T-Mobile does not care about their customers.

Original Review: Jan. 20, 2017

A year ago I saw a promotion online on for iPhone buy 1 get 1 half off. So I ran to the store, I asked the rep if the promotion was still available, he replied yes. So I went ahead purchase 2 iPhone 6s plus, I put down $791 and made monthly payments on 1. So in early December I called to pay it off, the rep told me that I was leasing the phones and if I want to keep it I have to pay $263. Well I got upset because when I was buying the phones the store rep didn't tell me that. Yesterday I went back to the store. I spoke to the same rep who sold me the phones. He said I didn't get any credit because I didn't purchased the phones on any promotion. I told them to look it up, both the manager claimed they don't have the access to do that. I called customer service, they added insult to my injury by offering me $20 and I rejected. She changed it to $35 that made it even worse.

This morning I called corporate. The rep wasn't much help. She said she looked up all the promotions for 2016 and there wasn't a buy 1 get 1 half off. I am so disgusted with T-Mobile. I feel like I was robbed. I know 100% that promotion was there but she said I didn't have any proof so she can't help me. I pay T-Mobile $252 a month and my boyfriend has an account with them so he pays almost the same price. We will be taking our business somewhere else.

T-Mobile violated me. Why must you lie and cheat to make money. My neighbor hates T-Mobile, now I see and understand why he hates it so much. It's a shame I thought they were honest. They trained all their employees to lie. They don't care about the truth coming out because most people don't read their paperwork. Well I learned my lesson. I will never do business with T-Mobile again and I plan on telling all my family and everyone else who has T-Mobile to take their business somewhere else.

First, when I was away I didn't have internet because my phone had no service approximate 25 days out of the 30 days. Second, it has been 2 months and almost 3 months, and I still haven't received the money to pay to Sprint which was approximate $925 due to canceling my contract with them. It seems every month my bill comes way higher than what they promised me. I will never recommend T-Mobile to anyone. They do not offer what they promised me. Worst customer service there is.

I am stuck with a higher bill every month, still paying Sprint bill and without the money they promised by trading my phone and IPAD. I feel this is completely unfair and the company is taking advantage of myself and who knows of how many more people out there. How can T-Mobile run this kind of business? I completely trusted them. Please help!!!

Few months go buy and I do a random check on her credit report and to my total surprise there was a collection agency account. It turned out that incompetent representative never transferred her iPhone payments to my account and T-Mobile never called to let us know but just sent it into collection WITHOUT NOTICE!!! By the way if T-Mobile supervisor gives you their ID#, it does you no good because for some FUNNY reason nobody can track them even when you reference their ID#. Talking about criminal operation while evading all accountability for ** UP PEOPLE'S LIVES!!!

I just received my second bill, and it is for even more than the first, I suspect that charge was for insurance I selected for two of the phones. It seems they can process additional fees rather quickly, but not rebates. I want to pay what I was told I would pay. Apparently some others I've spoken with have had similar experiences with this carrier. I guess they can tell you whatever they want to get your business, but there is nothing in writing, just a bill that comes later that you cannot change.

It was then, when he had no way of lying, told us it was the screen protectors and cases. It was "free today" but "bundled" in to our monthly payment. This is the opposite of FREE or FREE TODAY. Out-of-pocket, yes. No down, sure. Pay nothing today, fine. But FREE isn't the word. I would have thought this a one time deal, if they then, different day, different store, different person, did this to my hearing impaired mother-in-law who is on my account, and that's where I take extreme offense. She's deaf, and it's strikingly obvious. Usually, when people talk with her, they try to be very concise, but this other sales rep did the same thing and tricked her into getting a case and protector for "FREE". So, beware of T-Mobile and their new sales tactics of telling you things are free, and just charging you later for it.

The other thing that went wrong with the switch was the first act of incompetence. The rep that sold me the phones took the SD CARD out of my Metro PCS phone without un-mounting it first, causing it to corrupt the new phone! I went through 4 re-furbished phones that were worse than the one that I had! Finally I DEMANDED that they send me a brand new phone instead of sending a re-furbished one. And got one.

Long story short, I have had many, many, MANY MORE PROBLEMS! I finally got fed-up with glitchy LG phones! So along comes a PROMO for buy three lines of unlimited data with 14G's of WI-FI Hotspot per line and get a 4th line free! For only $150.00 a month! Well I fell for it??? And I decided to take a chance on financing a Galaxy S7 which the rep jumped right on! Only $30.00 extra a month! I'm thinking that with tax my bill would be around $190-$200.00 a month. WRONG!! I think my first bill was close to $400.00.

The worst part was that T-Mobile had a promotion going which was "Buy a Galaxy- get a Galaxy, any Galaxy for free, just pay taxes!" And the rep didn't inform me of the promotion! And I bought my S7 on the last day of the promotion! I've been trying to get one since! I just made my first payment arrangement this month. I would've had to make a $44.00 payment on the 17th and a $177.00 payment on the 31st. A couple of nights ago I called customer service and-get ready, reported that I have had problems with my Galaxy S7!!! Specifically the fingerprint sensor-which will work for a while, then becomes unable to read my fingerprint, forcing me to use the pin number! I've had to erase the fingerprint- re-record it 3 times now.

And the Galaxy health app which reads my oxygen level, heart rate and stress level with a sensor next to the back camera, had quit working and I had called Samsung Support and they taught me how to put the phone in what's called the "safe mode", leave it in that mode for 30 to 45 minutes then restart it- which allows the phone to fix itself. I did exactly what I was told to do, and the app started working again. I was told by the tech dept. that a lot of other people were experiencing the same problem with their Galaxy S7's fingerprint sensors as well!! Why isn't this on the news?

I was told that Samsung is currently working on new software and that I am going to be placed on a list to be among the first to receive the update. Hopefully before even the pin number stops working as well!! Which I was told by the same tech rep was what was happening to other S7 owners when the fingerprint sensor quits working altogether!! Causing them to factory reset the phone! I am SICK AND TIRED OF BEING ON THE PHONE WITH CUST. SERVICE ALL THE ** TIME!!! Seems to me that with 4066 top reviews of T-Mobile being mostly horrible experiences- and after many lawsuits- something would be done about it!! Anyone else out there that could offer advice would be appreciated???

IT IS NOT ON THE SITE AND I WAS NOT TOLD when I called in once before. Now I will finish out my time with T-Mobile because I am sick and tired of poor customer service. Just another show from what I thought to be a reliable company with good customer service and I was mislead AGAIN. T-Mobile - you have so much on your site, with sales pitches, etc., why can't you put the truth out there??? If I knew I had to wait I wouldn't mind, but not putting it on the site is like lying to me. It states 24 hours. NOTHING ABOUT after 25 days!!!

Mind you I have direct payment so I can get the discount. I'm tired of calling to fixed the issue since they only give you the runaround. I told them I never agree to paid almost $400 per month for service since they never gave me any prove stating what they told me my bill was going to be is my word against them. I feel taken advantage of and a sense of impotence since I don't know what else to do. If I don't paid they would ruined my credit, someone needs to do something. I don't recommend T-Mobile and if you are planning to upgrade or get new service get written prove of the amount you are supposed to paid, so if they try to overcharge you, is not just your words against theirs.

T-mobile customer service stinks. I generally don't have a reason to go to the store or call customer service, but over the course of 10+ years, every time I've called it's been a hassle and I hang up still frustrated. The reason I decided to write a review is I feel that lying to a customer to increase your sales is totally unacceptable and when brought to the company's attention, and being told "too bad" is just pitiful. I gave them one star, because I couldn't give them zero stars. T-mobile and I will be parting ways. I would use any other cell phone company other than T-mobile.